Independent Study Finds Sprinklr Social Delivered 327% ROI

Rhea-AI Summary

Sprinklr (NYSE: CXM) has released a 2024 Forrester Consulting Total Economic Impact (TEI) Study, demonstrating a 327% ROI over three years for its customers using Sprinklr Social. The study highlights significant financial benefits, including $5.2 million in time savings from social content creation, $1.38 million in paid media savings through employee advocacy programs, and $1.28 million in productivity gains from reporting and analytics. Additionally, Sprinklr Social reduced customer churn, saving $728,000, and drove $516,000 in incremental profit through social commerce. Customers reported enhanced collaboration, AI-assisted conversation monitoring, and improved social selling as key benefits. Sprinklr's comprehensive social media management solution is credited for its extensive channel coverage and enterprise-grade configurability, delivering enhanced customer experiences across social platforms.

Positive

• 327% ROI over three years for customers using Sprinklr Social.
• $5.2 million in time savings from social content creation.
• $1.38 million in paid media savings via employee advocacy programs.
• $1.28 million in productivity gains from reporting and analytics.
• Saved $728,000 by reducing customer churn.
• Drove $516,000 in incremental profit through social commerce.

Negative

• None.

Financial Analyst

Sprinklr's reported 327% ROI over three years is a significant figure. While these results are drawn from a composite organization, the positive financial implications can attract investor attention. The findings suggest potential financial efficiency and productivity boosts for companies adopting Sprinklr Social.

From a financial perspective, the savings on social media content creation ($5.2 million) and paid media ($1.38 million) are impressive, underscoring operational cost reductions. Additionally, the report claims productivity gains in reporting and analytics of over 50%, which can translate to better resource allocation and more strategic activities.

However, it's essential to consider the underlying assumptions of the study. The reported figures are risk-adjusted, which means potential variability in real-world application. Investors should watch for actual customer testimonials and broader market adoption to validate these findings.

Market Research Analyst

The market implications of a 327% ROI highlight Sprinklr Social's potential to disrupt social media management. The platform's ability to enhance employee advocacy and improve customer engagement is pivotal, especially in a digital-first era where brands must maintain a strong social presence.

Sprinklr's claims of reducing customer churn by 80% and increasing social commerce profits by $516,000 indicate robust customer relationship management (CRM) capabilities. For retailers and customer-facing businesses, this could mean more loyal customers and increased sales.

The success of Sprinklr Social's AI-driven features suggests a trend towards automation and intelligent analytics in social media management. Investors should note the growing importance of AI in driving efficiencies and strategic insights within the digital marketing ecosystem.

Tech Expert

Sprinklr Social's use of AI-powered categorization and automation is a noteworthy development. AI's role in identifying engageable interactions and providing recommendations enhances both the efficiency and effectiveness of social media teams. This technological edge can give Sprinklr a competitive advantage in the crowded social media management space.

The ability to unify digital asset lifecycle management and streamline reporting through unified dashboards reflects a holistic approach to social media strategy. This integration can lead to more strategic decision-making and better alignment of marketing efforts across global teams.

However, the long-term success of these AI features will depend on continuous innovation and adaptability to evolving social media trends. Investors should watch Sprinklr's commitment to staying ahead technologically.

NEW YORK--(BUSINESS WIRE)-- Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today released the results of a 2024 commissioned Forrester Consulting Total Economic Impact (TEI) Study, examining the potential return on investment (ROI) for customers using Sprinklr Social.

The independent analysis from Forrester found that Sprinklr Social delivered a three-year, risk-adjusted ROI of 327% for a composite organization representative of interviewed customers.

“We created the category for enterprise social media management and have been the leader for more than a decade,” said Sprinklr Founder and Co-CEO, Ragy Thomas. “Many of the world’s largest enterprises trust Sprinklr Social for its in-depth listening, extensive channel coverage, and enterprise-grade configurability. With industry-defining AI, Sprinklr Social is a truly all-in-one social media solution helping our customers create great customer experiences on social, no matter the scale.”

Key findings of the study include:

• Time savings from social content creation of $5.2 million. Unifying the digital asset lifecycle helps increase the productivity of social media teams.

• Paid media savings enabled by employee advocacy program of $1.38 million. Sprinklr Social employee advocacy solutions encourage greater employee participation, generating paid media savings.

• Reporting and analytics productivity gains in preparing monthly reports by over 50%, saving $1.28 million. Sprinklr Social’s unified dashboards allow social media teams to generate and share reports with just a few clicks, freeing up time for more value-added work.

• Reduced customer churn among disaffected customers enabled by social media monitoring, saving $728,000. Sprinklr Social reduced the response time taken to identify and engage customers with potential to churn due to negative experiences by close to 80%.

• Drove incremental profit of $516,000 through social commerce. Sprinklr Social enables the delivery of a social commerce experience that improved purchase abandonment rates by 10% and increased average order values by 15%.

Customers interviewed for the study cited benefits including time savings, improved collaboration, AI-assisted conversation monitoring and engagement, and improved social selling and e-commerce. Excerpts include:

• “The number one benefit of Sprinklr Social is that we can tag and categorize everything. We can report on the reasons why people are coming into our accounts, pages, and handles.” – Social media cx manager, automotive manufacturing.

• “Global teams now have a greater visibility of what regional teams are doing. They don’t have to chase 50 country leads for metrics across various social media platforms anymore.” – consultant, global corporate affairs/pr, technology.

• “Sprinklr Social’s AI-powered categorization of messages determines which interactions are engageable and which aren’t. Now we don’t even have to sort through most of the volume and we can focus on the customers that really need a response or additional support.” – social media cx manager, automotive manufacturing.

• “Sprinklr Social’s AI-powered recommendations and responses allow our social media agents to become better at selling.” – global consumer experience director, retail cosmetics.

To read the full study or request a demo visit https://www.sprinklr.com/unified-social-media-management-forrester-tei-report/.

About Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,700 valuable enterprises — global brands like Microsoft, P&G, Samsung, and more than 60% of the Fortune 100. Sprinklr’s value to the enterprise is simple: We un-silo teams to make customers happier.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240701571093/en/

Press

Austin DeArman

pr@sprinklr.com

Source: Sprinklr

FAQ

What is the ROI of Sprinklr Social according to the Forrester TEI Study?

The Forrester TEI Study found that Sprinklr Social delivers a 327% ROI over three years for its customers.

How much time savings from social content creation did Sprinklr Social provide?

Sprinklr Social provided $5.2 million in time savings from social content creation.

What are the financial benefits of Sprinklr Social's employee advocacy programs?

Sprinklr Social's employee advocacy programs resulted in $1.38 million in paid media savings.

How did Sprinklr Social impact reporting and analytics productivity?

Sprinklr Social improved reporting and analytics productivity, resulting in $1.28 million in savings.

What amount was saved by reducing customer churn with Sprinklr Social?

Sprinklr Social saved $728,000 by reducing customer churn.

How much incremental profit was driven by Sprinklr Social through social commerce?

Sprinklr Social drove $516,000 in incremental profit through social commerce.